Hosp. – Flashcard

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The percentage of restaurant sale attributed to tourism is
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25%
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A person trip is
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one person who travels 100 more miles away from home
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The most common means of tourist travel is
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automobile
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The following has not contributed to the growth of tourism
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decreased cost of leisure activities
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the age group that travels most is
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35-44 years of age
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The following statement is correct about demographics as major tourism factor
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two income families have become a major factor in tourism
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The most significant reason that people give for traveling is
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to visit friends and relatives
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The job that both managers and supervisors perform is
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supervision
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People are traveling more than they have in the past in part because of the
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increase in the number of two income families
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Management as a field of study
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is relevant to non-business areas such as administrative dietetics
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Management as practice and as a field of thought
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is evolving with our society
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The term
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management usually includes supervision
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the man who developed “scientific management” as a way of analyzing task was
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Frederick Taylor
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The work process focus
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refers to the function of production control in a factory
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The “:task idea”
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focuses on the one best way to do the job
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The controlled shop
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involves management’s study and planning of work.
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Staffing is significant in the hospitality industry because
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of the importance of the right person in a job to personal service
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The labor market in the hospitality industry today has
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an under supply of employees.
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The most important factor in developing effective employees is
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training
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the work managers do to determine their specific personnel needs is called
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staffing
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today proper management in the hospitality industry staffs their organization
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by selecting the right person for the job
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The first step in staffing a position is to define the
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job to be done
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Human resource management is important in the hospitality industry because
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the success of the operation may rest upon the kind of employee and how he/she performs a certain job
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A job description includes
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the minimum standards for the worker
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when we define the hospitality industry, we mean
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any operation that provides food and/ or shelter to people away from home
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the basic work of managers in the hospitality industry calls for
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making the guest welcome. making the operation run correctly and keeping control of operating costs
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Making a profit means that
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in addition to recovery of costs there is enough left over to pay debts and provide a return to the owner.
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According to management expert Peter Drucker, the most productive worker in today’s society is the
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knowledge worker
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A knowledge worker is one who
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applies ideas, information and knowledge to their work
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The outlook for employment in the hospitality industry looks as if it will be
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solid in most segments
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In today’s social context, work
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produces something of value for people
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The “job benefit mix means”
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a money and knowledge gained from any job
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Profit in a business is treated in two ways
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Return on investment and retained earnings
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Consumers spend approximately the following amount of their food budget on food away from home
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almost half
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A recent survey indicated that
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98% of households had eaten out in the past month
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Total food service sales ( in dollars) are highest in the following segment/s:
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The restaurant, cafeteria, and fast food areas
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A segment within the commercial food service industry which has declined in sales is
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employee cafeterias
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If you wish to be promoted rapidly in the restaurant business usually your best avenue is through
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operations
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the key responsibility for the front of the house is
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guest satisfaction
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The kind of service that should be delivered has a great deal to do with
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what the guest wants and expects
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Empowerment in the front of the house refers to
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giving employees enough discretion to favorably affect the guest’s experience
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The smallest size settled on by a motor hotel chain for full service hotel as economically viable is
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100 units
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A limited service hotel
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typically offers guest rooms only
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A large hotel with 500 or more guest rooms, extensive meeting and function space, and large ballrooms is
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a convention hotel
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What type of hotel offers an important “extra” service transportation to and from the airport
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Airport hotels
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Generally speaking which type of property has the highest rate
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Resorts
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A property offering well designed learning environments, a variety of small meeting rooms with full audiovisual and technological support is
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an executive conference center
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Which of the follow statement is NOT true about an eco tourism resort
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It’s only open in the summer
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Vacation ownership
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Is a type of shared ownership in which the buyer purchases the right to use a residential dwelling unit for a portion of the year.
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The statement about tourism that is NOT correct is
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the most significant factor in fueling the growth of tourism has been infrastructure improvement
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The percentage of restaurant sales attributed to tourism is
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25%
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For families today, vacation needs are for
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quality time vacations
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The average group that travels most is
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35-44 years of age
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The following statement is CORRECT about demographics as a major tourism factor
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Two income families have become major factor in tourism
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The most significant reason that people give for traveling is
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to visit friends and relatives
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A recent vacation trend among younger travelers has been
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weekend mini vacations
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The following statement about the economic significance of tourism is correct
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the travel ” multiplier” effect and actual travel receipts make tourism one of the top retail businesses
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The tourism ” Multiplier” refers to
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the effect of repeated spending resulting from the initial tourism expenditure
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Over the last 20 years since 1988, the number of overseas visitors to the U.S. has increased
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100%
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International tourism is measured by
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arrivals and receipts
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For cultural reasons, the destination people would travel to is the
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Smithsonian Museum
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The destination which is NOT an example of a primary tourist destination is
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Dollywood
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The term ” mass market tourism” refers to
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destinations that attract a wide variety of visitors
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Planned play environments
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are artificial environments created for the enjoyment of tourists
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Theme parks
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cater to people’s need for fun and fantasty
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Which description below is NOT correct about LEGO Land California
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It is a traditional amusement park
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The following is NOT a factor that has influenced the growth of gaming
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deregulation of the industry
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One of the causes of Las Vegas’ continued success is
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It’s ability to offer the “entire package.”
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The following statement best reflects how gambling has changed over the last 10 to 20 years
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Gaming has become a part of living in the 1990’s
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Fairs and festivals can best be characterized as
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important mainstays of numerous communities
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Fairs and festivals are examples of
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temporary tourist destinations
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Casino hosts
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handle problems at the table
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The most prominent impact of man-made tourist attractions is
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economic benefits to the community
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In contrast to tradition amusement parks, modern theme parks
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operate on a huge scale
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The most important group for regional theme parks is
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visitors from nearby
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The first step in staffing a position is to define the
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physical requirement of the employee
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Job standards
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include the physical requirement for a job
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Internal sources for recruiting
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include former employees, current employees and their relatives and friends
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When a worker arrives at work for the first time, he or she is given
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an orientation period
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The most commonly used training procedure in the hospitality industry is
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pairing an inexperienced worker with a trained worker
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The cybernetic loop refers to
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control systems which provided information to serve as a basis for management corrective action
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To achieve control, managers use two kinds of accounting
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financial and managerial
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The budget is used in responsibility accounting
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to determine variance from target and initiate corrective action
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The following statement is true about worker motivation
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There are many different motives for working
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Douglas MacGregor’s Theory X statement about attitudes towards work
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uses rewards and punishment as major keys to employee productivity
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Douglas MacGregor’s Theory Y statement about attitudes towards work states that
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employees have a greater capability for problem solving than most organizations realize.
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Theory X is based on
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rewards and punishments
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Theory X and Theory Y
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are two different ways of looking at a worker’s attitude towards work
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Authority, both formal and informal
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is established by legal rights
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Employee morale in the hospitality industry
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is more important than in factory settings
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The best kind of praise
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is your respect for the worker and your appreciation of the work well done
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Since the working group develops into a social group, managers
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try to build a link of communication with the informal leader
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Potential barriers to communication at work are
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semantic, different social backgrounds and the immediate environment
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Morale in a service organization is important because
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employees are involved in guest contact and their attitude becomes a part of the service
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Worker participation in decision making
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can be beneficial because workers can sometimes anticipate problems.
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Service is
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the performance of the organization and its staff, from the guest’s point of view
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The hospitality “product”
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includes tangible goods and intangible services
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A characteristic of service is
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it is experience for the guest and performance for the staff
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The performance standard for service organisations should be
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zero defects but defects are defined by the type of operation and the guest’s expectation
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Face to Face transactions
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are the most powerful in making an impression on the guest
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A “product” view of service”
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emphasizes service as a task
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The process view of service best fits
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upscale operations that involve personal attention and individualized service
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Motels were built after World War II because of the
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huge growth in auto ownership and its effect on travel
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A motel in the first part of the 20th century
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was usually located at the edge of town
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The smallest size settled on by motor hotel chains for full service hotels as economically viable is
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100 units
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A limited service hotel
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typically offers guest rooms only
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Which of the following type of hotels offer an important” extra” service transportation to and from the airport
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Airport hotels
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Generally speaking which type of property has the highest rate
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Resorts
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A property offering well designed learning environment a variety of small meeting rooms with full audiovisual and technological support is
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an executive conference center
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A major difference between “all suite” rooms and traditional hotel rooms is
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room size
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The highest percentage (52%) of travelers are
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leisure travelers
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Transient business people
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usually travel in a group
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Association business travelers
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often are cost conscious than the corporate segment
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SMERF refers to
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business that originates from five resources: social, military., educational. religious and fraternal
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A major reason for international travel is
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global economic expansion
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Hotel segmenting means that
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different types of hotels have been built to respond to specific travelers needs
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The fundamental need for business travelers is
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the access to information
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Which type of travelers show the least seasonal travel pattern
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senior travels
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Which of the following best describes the impact of technology on lodging
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Technology makes guests connected from any location in some hotels
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In a large hotel the person under the general manager who assumes responsibility for day to day operations is the
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resident manager or hotel manager
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The size and type of hotel determines to a great extent it organization, The following statement related to the size of hotel organization is generally correct
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Large properties over 1000 rooms require more than one general manager
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The major source of profit in hotels is in most cases from
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room sales
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In a typical rooms department the departmental income should be about
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70% or more
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In a typical food and beverage department the departmental income should be about
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15 to 20%
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The system that improves operational efficiency by eliminating repetitive tasks and improves service by providing information more quickly and accurately is
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PMS ( Property management system)
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The department that is notified as soon as a guest checks out of a hotel is
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the housekeeping
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The most time consuming duty of the morning front desk shift is
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checking out guests
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The lifetime of a new hotel and the cycle of hotel building
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has meant times of excess capacity
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The demand for hotel rooms changes direction
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three to six months after the economy does
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The major factor that sets off over building in the hotel industry is
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an increase in demand for rooms
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When domestic economy has become better in 2003, the hotel industry
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was faced escalating land and construction prices.
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Which is NOT correct about asset managers
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Only a few hotels in the US apply asset management
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Which of the following terms refer to ownership
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Equity
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Securitization refers to increased use of
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financing form public markets
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A major change in the hotel financing has been
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The growth of funds from public markets
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Conduit lenders
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consolidate and sell mortgages to public and institutional inbestors
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Mezzanine financing
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is higher risk than mortgage debt and thus has a higher interest rate
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The framework for the analysis of competition in the hospitality industry is
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the marketing mix
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Which of the following is not a factor of competition for the hotel industry
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a weakening economy
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Which of the following is likely to fundamentally change the way hotels do business
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The internet
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The hotel industry can be characterized competitively as
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highly competitively
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The best description of the lodging “product” is
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the guest’s experience
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Hotel room prices are
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changed with demand
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Promotion in the lodging industry
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includes individual and mass communication media
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The work of a manager does NOT involve
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setting policy
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The job that both managers and supervisors perform is
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supervision
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Management as practice and as a field of thought
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is evolving with our society
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Consumer decisions and competition are integral to the
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market system
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The task idea
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focuses on the on the best way to do the job
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Planning in organizations at the upper level
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is general in nature
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A plan
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attempts to describe future events and how they will be offered to achieve the organization’s goals
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A general guide for dealing with the future which indicates how to reach a decision is
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a policy
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A reasoned means of moving towards some goal which may include rules, methods, procedures, standards and budgets is
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a plan
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A procedure that must be carried out in an organization without deviation is a
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rule
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The specifications of both procedures and outcomes are
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standards
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a sequential set of operations in an organization that cannot be deviated from is a
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procedure
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Large-scale high-level and long term commitment is contained in a business
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strategy
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The dollar results expected from a plan of operation is found in a
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budget
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Tactics are
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required to carry out business strategies
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Strategies
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are high level and long term
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the characteristics of a well thought out goal is that it is
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objective and measurable
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The adoption of a recipe kitchen is an example of
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strategy
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the basic work of managers in the hospitably industry calls for
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making the guest welcome making the operation run correctly and keeping control of operating cost
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The concept of retained earning as applied to work experience means
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seeking learning as well as income form your job
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Who is responsible for what and who reports to who is an aspect of
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formal organization
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The informal organization refers to
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the pattern of groups or cliques found within any social organization
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The “back of the house” of a restaurant refers to the
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kitchen
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Important areas for observation in a field experience are
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formal and informal organization. physical plant and management style
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Seeking work abroad in the hospitality industry
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is enhanced by having job experience
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The most important force driving changes in the hospitality service is
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consumer demand
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“Generation Xers”
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are relatively young and face a competitive job market
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The Generation Y are
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the children of baby boomers
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Between now and the year 2020, marketing aimed at appealing to families with children under five
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will target families using special rates and child oriented services
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Family composition affects hospitality industry demand and the following has occurred
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families without children spend more on take out than groceries
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Land resources are an important supply factor in the hospitality industry because of
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existing operations and environmental pressures
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Food supplies are expected to
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pose no major price changes in North America in the foreseeable future
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Employee turnover in the hospitality industry is highest in
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QSR
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Work force diversity in the hospitality industry refers to
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the presence of more minority workers and woman in the work force
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A segment within the commercial food service industry which has declined in sales in
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delivery restaurants
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A recent survey indicated that
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98% of households had eaten out in the past month
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Economy of scale means
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that as a chain grows the unit cost of centralized activities decreases
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Brand recognition advantage go to
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chain specialty operations in the national market because of their ability to use mass media effectively
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The role not of the front of the house is
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food preparation
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When discussing independents and chains
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independents have strength’s in some area that chains find difficult to compete with
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Advantages in the mass media for chain specialty restaurants arise principally from
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simplicity of message, enormous spending and the additive effect
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The level of marketing spending as a percentage of sales is usually
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higher in full service restaurants than limited service restaurants
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The statement that best describes competition in the restaurant business is
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The nature of competition has changed because the better locations have been taken
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In the food service market today
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The giants in the chain industry compete for market share.
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Some hospitality companies have sold off their restaurant divisions because
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they were a less profitable and competition was increasing
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Independent operators today
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are usually either large or fill niche markets
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The marking mix consists of
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product, price place and promotion
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The meaning of new product
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includes both new to chain and new to world products
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In on site food service success is measured by
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the participation rate of guests
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The following is NOT considered one kind of on site food service
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shopping mall food courts
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A trend in on site food service is
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the use of national brands
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The statement which best describes the difference between a guest and a client is
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The client refers to the institution and the guests are the people being serviced.
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A sub-segment of the business and industry segment is
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employee cafeterias
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A characteristic of the business and industry segment is
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increased out sourcing by business
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Health diet nutrition and exercise as issues in food service
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are important to consumers but seem to be a little less important in the 1990’s
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The American public’s greatest concern is
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obesity
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The object of consumerism is to
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raise consumer consciousness
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In general the food service industry has responded to key consumer problems
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positively as theses concerns surface
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Consumerism
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is a reaction to companies emphasis on selling a product
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The best way to think of consumerism is as
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a social movement
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Dietary schizophrenia refers to a person who
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expresses interest in nutrition but does not always choose healthful food when eating in restaurants
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Junk food
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is a problem of American dietary habits
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A program in which one person does not drink and is responsible for diving other people home is called a
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designated driver program
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At the present time, nutritional labeling covered by the Nutrition Labeling and Education Act
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is required only for menu listing with nutrient or health claims

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